Workforce Optimization Specialist

2 days ago


Northbrook, Illinois, United States USA Clinics Group Full time
Job Overview

As a Workforce Optimization Specialist at USA Clinics Group, you will play a critical role in driving staffing and scheduling optimization, adherence, and reporting. You will be responsible for ensuring Service Level and KPI's are achieved while identifying solutions for mitigation. This position requires strong time management, the ability to work independently, and prioritization with minimal supervision.

  • Monitor real-time interaction activity across all call centers.
  • Ensure schedule adherence and productivity targets are achieved while proactively identifying trends and risks.
  • Make necessary staffing, workload, skilling, and resource adjustments to ensure key metrics, targets, and KPI's are exceeded.
  • Build, publish, and maintain schedules to ensure optimization across the organization.
  • Review and report on staffing and scheduling trends, both proactive and strategic.
  • Monitor daily and intraday trends, including weather, attendance, technology, and other factors, to ensure proper tactical staffing adjustments.
  • Monitor and report on agent activity, schedule adherence, and productivity, with daily, weekly, and monthly findings.
  • Ensure Contact Center tasks are up to date, and reach out to task owners for updates as needed.
  • Research, analyze, identify, and evaluate data from assigned tasks to evaluate existing and potential trends and issues, with recaps for leadership.
  • Previous experience in collecting, reviewing, and organizing call center data is required.
  • Research, create, document, and update comprehensive documentation, project plans, and reports.
  • In calibration with leadership, develop and define Workforce Management policies and procedures as needed.
  • Other duties assigned by the leader.

Requirements

  • Intermediate MS Excel and PowerPoint skills.
  • Highly analytical.
  • Highly attentive to detail.
  • Highly motivated.
  • 1+ year Workforce Management experience (Realtime, Scheduling, or Forecasting).
  • Bilingual in Spanish preferred.

Benefits

  • Health.
  • Dental.
  • Vision.
  • PTO.
  • 401K and Match.


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